Weltbet Casino - Player’s struggling to complete the account verification.

Hallo. Ich habe bei weltbet casino gespielt. Mit bonus und Bonus Anforderungen umgesetzt.Ich habe 2000euro gewonnen. Es wird nicht ausgezahlt weil angeblich noch Dokumente fehlen. Die habe ich aber über ein Duzend mal eingereicht. Ich werde immer wieder hingehalten mit der Ausrede das nur noch der Konto Auszug fehlt.Den habe ich auch fast 20mal eingereicht. Was kann ich tun?

Dear Snyper,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hallo. Dankeschön vorab. Es fehlt anscheinend nur noch die Bestätigung des Konto Auszuges.verifiziert bin ich.Wie gesagt habe ich alles mehrfach eingereicht. J******Josef

Das casino weltbet ist unseriös. Es werden keine Gewinne ausgezahlt obwohl mehrfach die Dokumente eingegangen sind diese jedoch nicht bestätigt wurden. Sorgen Sie dafür das andere Spieler gewarnt werden. Weltbet Casino sind Betrüger. Danke J****** Josef.

Thank you very much, Snyper, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Snyper,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Weltbet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Snyper,

I gave the casino rep a nudge on Skype, there should be a response soon.

Hi Snyper,

I received some replies from the casino. It seems that the casino needs a bank statement where the IBAN (they gave you the requested IBAN number - first two and last four digits) is fully visible. Did you provide that document exactly as requested?

Dear Snyper,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.